Pennsylvania University Rolls Out Remote IT Support Platform

A Pennsylvania university has deployed a Web-based platform that allows its information technology staff to remotely access computers and mobile devices on any campus from a central location.

La Salle University, based in Philadelphia, PA, has chosen Bomgar, a platform to remotely access computers, servers, and mobile devices in a secure environment to conduct IT support. The university doesn't use the same operating system or computer system across its campuses.

Facing expansion of programs and property in the United States and abroad, La Salle's seven IT support technicians were receiving upwards of 1,000 calls per month.

Ed Nickerson, chief information officer, explained that, owing to acquisitions of both a hospital and additional real estate on campus, it was time to find a remote support solution.

"Having a technician based on one side of campus trying to service classrooms that may be a 15 minute walk away can be problematic, particularly early in the morning or in the evening when we only have one person fielding calls," he said.

Nickerson added that the university is seeing expansion in its online and international programs and that the university wants to provide IT support for both.

"A phone call away isn't always possible in incidents such as these. Having the ability to log on to their system remotely can help to more quickly solve their issue," he said.

La Salle University's main campus sits in Philadelphia, PA, and it has two satellite campuses. In addition, the university offers online courses and overseas programs, in the Czech Republic, Switzerland, and Greece, all of which receive IT support with this deployment. La Salle has more than 7,300 students enrolled in graduate and undergraduate programs.

Tim Sohn is a 10-year veteran of the news business, having served in capacities from reporter to editor-in-chief of a variety of publications including Web sites, daily and weekly newspapers, consumer and trade magazines, and wire services. He can be reached at [email protected] and followed on Twitter @editortim.